QUALITY MANAGEMENT

Quality Management

Quality Management at AOM Plc

Introduction

Increase in competition in every industry has made it necessary for organizations to consider and improve their operation management strategy. This demands the identification of issues in operation management and how companies can use information system to cover those issues. This paper will provide the feasibility report for an automated order processing system that is going to be implemented in AOM Plc. AMO Plc supplies a wide range of garden products that it sells through a network of retailers and bulk buying wholesalers within the United Kingdom and Europe. The business has been in existence to 25 years and much of the information processing work such as taking orders, ordering goods, and liaison with customers is done manually. The accounts department continues to use manual accounting systems along with a basic spreadsheet package for reports. There have been numerous customer complaints and suspected loss of business as customers move to their competitors. AMO is now facing increased competition from new producers, rival mail order catalogues, cheap imports as well as pressure from retailers to reduce margins, if nothing is done to offset these threats it is expected that AMO may well lose significant market share to be considered unviable within two years.

AOM Plc has decided that the company will have to implement TQM methods to redesign and evaluate the new provision to ensure that the customer not only gets quality of service but that the new system will exceed their expectations. The chief executive of the company requires the development of a new system which will speed up response time and automate many of the existing manual procedures in the Order Processing system. The company have not yet developed entries in the Quality Manual for this area and requires that a Quality Manager will guide the development of order processing system in accordance with proper standards and the TQM method. Assuming the role of a quality manager, this paper will furnish the quality manual for order processing system.

Improving Quality Service

The main reason for an organization to produce is for its customers. However, there are many organizations working side by side for the same cause, which is customer satisfaction. Customer satisfaction depends upon service quality, which in turn depends upon the quality management system and approach implemented by AOM Plc. Thus, it is essential that the quality service is being kept consistently at good levels. Apart from that, the organization must always be attempting to enhance its quality in order to grow in the market.

Improving service quality depends mainly on few factors. If these factors are kept under consideration and monitored closely, AOM Plc needs not to worry about its quality of the order processing system. Focusing on the activities that are truly relevant to the organization is important, i.e. automating the process for improving work process and enhancing customer experience through order processing system. In this sense, it is usually sufficient to focus on the order processing system and a few specific indicators, whether internal ...